Error 80A40002 occurs when you try to sign in or recover your profile on Xbox One

You may see the following error message when you try to do one of these things:

• Sign in with your Xbox Live profile on your Xbox One console
• Recover your profile to an Xbox One console

0x80A40002

There was a problem and we couldn't continue

This may mean the following:

• There's an Xbox Live connectivity issue.
• There's an issue with your Microsoft account.

Solution 1: Check the Xbox Live service status

If you see any alerts here, wait until the service is up and running and try again:

Solution 2: Sign out of Xbox Live

If you can’t download your profile or are experiencing other issues while you’re signed in to Xbox Live, sign out and then sign in again:

1. Press the Xbox button  to open the guide, select Home, and then select your gamerpic.
2. Select the gamerpic you want to sign out of, and then select Sign out.
3. On the Home screen, select Sign in, or say “Xbox, sign in.”
4. Select the account that you want to sign in to, and then press the A  button.

Solution 3: Test your Xbox Live connection

1. Press the Xbox button  to open the guide.
2. Select Settings.
3. Select All Settings.
4. Select Network.
5. Select Network settings, and then select Test network connection.

   Note If you get a message saying "Everything is good," try to sign in to your Xbox profile. If you get an error message, see the Xbox One Network Connection Error Solution for help.

Solution 4: Remove and recover your Xbox profile

Step 1: Remove your Xbox profile from the console

1. Press the Xbox button  to open the guide.
2. Select Settings.
3. Select All Settings.
4. Under Account, scroll to the right and select Remove accounts.
5. Select the account that you want to remove.
6. Select Remove to confirm.
7. When you're finished, select Close.
8. Restart your console:
   1. Press the Xbox button  to open the guide.
   2. Select Settings.
   3. Select Restart console.
   4. Select Yes to confirm.

Step 2: Power cycle your Xbox One console

For information about how to physically power cycle the console, visit How to restart or power cycle your Xbox One console.

Step 3: Recover your profile to the console

1. Press the Xbox button  to open the guide.
2. Scroll up and select Sign in at the top of the guide.
3. Select Add & manage.
4. Enter your Microsoft account email address and password, and then select Enter.
5. Verify the privacy settings you've set for your account. These apply to any Xbox One console that you sign in to. Select Next.
6. On the Choose a color screen, select the color for your Home screen to differentiate between you and others using this console. Select Next.
7. You'll be reminded of the gamerpic that's associated with your profile. Select Next.
8. Select either Save my password or Keep asking for my password. Your profile is now downloaded to the console Note To control who has access to your account, select Keep asking for my password. Otherwise, anyone can sign in to your account without your permission on the console. This is especially important if you're signing in to a console you don't own or that you share with others.

Solution 5: Troubleshoot your Xbox Live connection

To troubleshoot your connection to Xbox Live, follow the steps in the Xbox One Connection Solution.